Team Lead - CS Fraud
Team Lead - CS Fraud
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Requirements:
- Minimum 4 years of voice BPO experience in Fraud Contact Center Fraud & Non-Fraud Investigations
- Required financial/fraud voice background
- Bachelors degree in any course
- A minimum of 3 years in the role of a Team Leader must have handled a team of voice agents
- Amenable to work in shifting schedules.
- Amenable to work onsite (BGC Taguig)
- Able to start ASAP.
General Responsibilities:
Operations Supervision:
- Oversee daily team activities to ensure adherence to the companys code of conduct SOPs and operational models.
- Monitor team attendance schedule adherence task completion and service delivery to drive consistency and accountability.
- Serve as the primary communication bridge between management and frontline agents.
Performance Management
- Track analyze and manage individual and team performance against defined KPIs (AHT CSAT FCR etc.).
- Provide regular coaching performance feedback and structured reviews to team members.
- Identify performance trends and implement action plans to address gaps or underperformance.
People Development & Engagement:
- Mentor motivate and groom team members by addressing both skill and will gaps.
- Facilitate learning through process updates refreshers and targeted coaching sessions.
- Support career planning and succession development through ongoing talent assessments and upskilling initiatives.
Governance & Client Interaction:
- Conduct internal and external governance reviews to share performance updates and improvement plans.
- Coordinate with operations managers to align on resources training needs and support systems for seamless delivery.
- Ensure high levels of service quality and compliance in accordance with contractual obligations.
Process Improvement:
- Promote and implement process improvement ideas using Lean/Six Sigma methodology.
- Collaborate with quality and training functions to close knowledge gaps and drive operational excellence.
General Knowledge & Skills:
- In-depth understanding of the respective LOB (viz. Customer Care Fraud Contact Center Fraud & Non-Fraud Investigations Collections) voice operations.
- Proven ability to manage and coach teams in a BPO setup.
- Strong communication decision-making and analytical skills.
- Passion for customer service and team development.
Benefits:
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
- 24 Leaves Annually
Employment Type
Full Time
